Teams Queues Brings Lightweight Call Center Features

• The Queues app in Teams offers enhanced call queue management and monitoring for agents and team leads.
• It provides lightweight call center capabilities for Teams Phone at a lower cost than a full-featured contact center solution.
• Queues requires a Teams Premium user license and cannot be purchased stand-alone.
• Customers with large call centers and extensive CRM or help desk integration needs should look instead to enterprise contact center solutions.

The Queues app in Teams enhances call queue capabilities enabled by Teams Phone with basic contact center capabilities. It can make it easier for agents to join and leave call queues, and it provides tools for team leads to manage and monitor call queues and the agents attending them. However, Queues does not integrate with customer relationship management (CRM) or help desk systems beyond what is already available for Teams, and requires a Teams Premium user license. Although Queues is suitable for basic call center scenarios, customers with extensive requirements will need to look elsewhere.